Abacus
Product Support Analyst 3 – Texas Health and Human Services Commission
Title: Product Support Analyst 3
Category: Technical Services, Help Desk and Operations
Location: 4601 W. Guadalupe, Austin, Texas 78751 (Remote telework)
Hours: 350 estimated, normal business hours; overtime paid at hourly rate.
Overview Assist the HHSC IT Service Desk as a technical team lead, providing first‑line support, diagnosing and resolving complex product and service issues, and guiding customers on product features, selection, configuration, and implementation.
Responsibilities
Evaluate failures, bugs, systemic problems, and hardware issues; report required actions.
Install applications, hardware components, and equipment.
Troubleshoot, diagnose, and repair product and service concerns; communicate issues and solutions internally and to customers.
Document and maintain a knowledge base; contribute to process and training documentation.
Act as technical lead for the HHSC IT Service Desk, monitoring vendor‑provided staff, collecting performance data, enforcing policies, and supporting new programs.
Assign work to teammates, monitor quality, and ensure service level agreement compliance.
Candidate Skills & Qualifications Minimum Requirements:
8+ years of experience with over 3 years of help desk / service desk leadership.
2+ years of experience developing process and training documentation.
Experience researching and resolving escalated problems, including complex and critical customer issues.
Preferred: 2 years of performance metric gathering and analysis; ability to guide knowledge transfer during staff roll‑off/on the service desk.
Terms of Service Start date: 07/15/2024 End date: 08/31/2024 Estimated hours: 350 hours per candidate (no more than 350 for FY24).
Work Hours & Location Normal business hours: Monday–Friday, 8:00 AM–5:00 PM (excluding Texas state holidays). Remote telework allowed; candidates must be residents of Texas. Travel, per diem, parking, and living expenses are the candidate’s responsibility unless pre‑approved by HHSC.
Interview Information Interviews: By phone and through Microsoft Teams.
EEO Statement This position is open to all qualified applicants. HHSC is an equal opportunity employer.
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Overview Assist the HHSC IT Service Desk as a technical team lead, providing first‑line support, diagnosing and resolving complex product and service issues, and guiding customers on product features, selection, configuration, and implementation.
Responsibilities
Evaluate failures, bugs, systemic problems, and hardware issues; report required actions.
Install applications, hardware components, and equipment.
Troubleshoot, diagnose, and repair product and service concerns; communicate issues and solutions internally and to customers.
Document and maintain a knowledge base; contribute to process and training documentation.
Act as technical lead for the HHSC IT Service Desk, monitoring vendor‑provided staff, collecting performance data, enforcing policies, and supporting new programs.
Assign work to teammates, monitor quality, and ensure service level agreement compliance.
Candidate Skills & Qualifications Minimum Requirements:
8+ years of experience with over 3 years of help desk / service desk leadership.
2+ years of experience developing process and training documentation.
Experience researching and resolving escalated problems, including complex and critical customer issues.
Preferred: 2 years of performance metric gathering and analysis; ability to guide knowledge transfer during staff roll‑off/on the service desk.
Terms of Service Start date: 07/15/2024 End date: 08/31/2024 Estimated hours: 350 hours per candidate (no more than 350 for FY24).
Work Hours & Location Normal business hours: Monday–Friday, 8:00 AM–5:00 PM (excluding Texas state holidays). Remote telework allowed; candidates must be residents of Texas. Travel, per diem, parking, and living expenses are the candidate’s responsibility unless pre‑approved by HHSC.
Interview Information Interviews: By phone and through Microsoft Teams.
EEO Statement This position is open to all qualified applicants. HHSC is an equal opportunity employer.
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